MaxBlitzer's community posts

I figured out why I thought I upgraded a bunch of hosts but wasn't reporting 6.12.1. It actually failed and I just didn't realize. I'd suggest making the failure more noticeable, like red text instead of the same blue.

***** Start of log *****
Date: 3/5/2020 12:48:35 AM
Action: install/upgrade.
Checking files of the Host.
----------
Action for: User ()
Auth try to the host...
Authorization completed.
Installation process has already begun. Wait for completion.
Unable to complete action.
***** End of log *****

Also, my viewer PC has 3 monitors. I am suspicious that is related. I'll try and take a video of the issue.

Polina,

Could you please also confirm if the Hosts were successfully upd ated but the Viewer was showing the wrong version?

Unable to confirm. I thought I upgraded each client in two offices to 6.12.1. Today, I was onsite at one of the offices and confirmed seeing 6.10.10 running on a specific host (so my initial response would have been "no, they didn't actually get upd ated"). I got home, did the advanced remote install again (technically, on a different PC than I did before), waited 3 minutes and reconnected. The host reported 6.12.1.  So, not reproduced. I'll see if I have any more hosts I can try.

Could you please let me know if you have the Use legacy capture mode feature enabled in the Settings for Host -> Other tab? If not, could you please try enabling it and see if it helps to resolve the black screen issue?

Yes, that works. It was unchecked by default. After enabling it, I was able to connect and type into the password field to login. I closed and reconnected a couple of times, haven't seen the black screen come back and the mouse/KB have been responsive since enabling Legacy mode.

However, it didn't resolve the weird mouse offset focus problem. In the lower right corner I right clicked on the RUT hosts icon, and the menu opened up on the far left side! I've now observed this on multiple hosts, both 6.10.10 and 6.12.1. Previously, I was clicking the middle or bottom middle of the screen and seeing mouse act like it was coming from the left. Today was the far right click that still behaved like it came from the left side of the screen.

Please try referring to this KB article regarding the troubleshooting of the slow remote connection speed. If you have already tried the solutions listed there but none of them helped to resolve the issue, then you might send us the Host log files for the examination.

Note, the connection isn't slow, just the time to establish it in the first place is slow, in my opinion. I think its the authorization being set to "auto".  By default, they are se t to auto. When I connected to 3 hosts, I could see it do the first of 5 attempts, fail and succeed on the next attempt. This all takes like 12-13 seconds or more.
On the 4 host, I just went and changed it from Auto to single password mode, and it seemed to take much less time, like 5 seconds instead of 15. It didn't show me any window about trying the first of 5 attempts and failing on the first try. I just se t another host to use single password instead of auto. It took about 12 seconds for the remote desktop to appear.  It feels like it saved a few seconds, but not enough cycles to know if that is consistent or just my brain getting fooled.

I'll see about getting some Viewer logs to see if there is any time being wasted that can be avoided.

Polina Krasnoborceva wrote:

Hello Max,

Thank you for your feedback.

It would be better if the viewer could upd ate hosts to 6.12 instead of 6.10.10. You're going to get less beta testing if you need to manually upd ate it out of band on the host directly instead of remotely.

Actually, it is possible to update Hosts remotely via Viewer. In order to do this, please consider using the Advanced update method via the Remote Install Tool  as described in  this tutorial . You only need to download the latest Host .msi package, i.e. in this case, the  6.12.1.0 (Beta 1) version  and then sel ect it within the Remote Install Tool window:

Thanks, this seems to work? I hope there is some work done on the version status and current status in the Viewer. It's annoying when it appears or doesn't appear, or wrong when it appears... I upgraded several hosts to 6.12.1 and after reconnecting to them, they reflected that in the Viewer.  Hours later, I went to remotely edit the registry on a different host and the Viewer crashed (I submitted the error reports since it prompted and was easy) and needed to be End Tasked to close. But when I reopened the Viewer, all the hosts that previously showed 6.12.1 are back to showing 6.10.10 version or even 6.10.5. Why can't the Viewer monitor the status of the upgrade and so it knows when an upgrade is successful and therefore can immediately know the version, or the host does a callback with the version info? I complained about this in the past and thought there was a plan to improve on that in the future...

when I click into a Viewer session, the initial mouse click is several inches to the left of where I click, and its super frustrating when you go to click into a window and your click takes effect somewhere else on the screen, taking the main window out of focus.

Could you please let me know what options are selected for the cursor in the Connection properties -> the Cursor tab ?

I don't ever change these, its the default settings. "Se t remote cursor shape to local cursor" and "View only mode active". I tried each combination and never noticed a difference.

I just did a host upgrade over RDP from 6.10.10 to 6.12.1. It was in the process of installing, I walked away and when I came back, the final screen saying the installation was finished was 90% off the screen and needed to be dragged back to the center of the screen.

Could you please also let me know if it's possible to check if the issue re-occurs when updating another remote Host via RDP or Remote Install Tool as described above? I've just tried updating Host both ways and, unfortunately, couldn't reproduce the issue - the installation window did not move fr om its initial place.

Looking forward to your reply.

I have not seen it again, but I've only done advanced remote installs since then.

But the biggest issue I'm having is not being able to mouse click anything and then when I reconnect, only getting a black screen.

Just now:
Right clicked on a host to do Full Control

• Takes 8 seconds to fail the first authorization attempt and then the window opens
  
• The top RUT bar appears but screen is black. I am still counting over 70 seconds waiting for desktop to appear and then I mouse click the window and get the login screen. I go to click into the password box and no mouse pointer and cannot click the password box.
  
• I close the session window and try again.
  
• Black screen, no amount of mouse clicks gets the login screen to appear anymore.
  
• Tried on another host at same location, and getting "Loading remote screen...", "Connection was interrupted..." for over 60 seconds and then eventually with me mouse clicking a bunch of times, login screen appears, but cannot type into password box or see mouse movements.
  

I was really hoping to see the amount of time it takes to connect to be dramatically reduced. It's regularly MUCH, MUCH higher with RUT than any other remote access program.

The hosts are in my town. Using relay server that is 15ms ping away in Seattle datacenter tests in the hundreds of Mbps on speedtests. Has 4 cores and 8GB RAM and it ONLY does RUT relay stuff. The connection time with RUT is just unacceptable and my biggest grievance with the software. With RDP, the biggest slowdown is clicking the popup boxes you need to acknowledge. With other remote software, double clicking on a host to getting desktop drawn on my screen is seconds, as in sub 6 seconds 99% of the time. RUT doesn't do better than 8 seconds on the best days. It was just 10 seconds to another host at the same location as the ones I can't login to. It's still at 6.10.10 and I won't be upgrading that to 6.12.1.

err, this is annoying. There is a "modify" option to my previous post, but when I go to edit/save the changes, it says I have insufficient permissions.

So, I would have added:

Edit: I just did a host upgrade over RDP from 6.10.10 to 6.12.1. It was in the process of installing, I walked away and when I came back, the final screen saying the installation was finished was 90% off the screen and needed to be dragged back to the center of the screen.

It would be better if the viewer could update hosts to 6.12 instead of 6.10.10. You're going to get less beta testing if you need to manually update it out of band on the host directly instead of remotely.

So far, an issue I've run into that I didn't run into or notice before, is that when I click into a Viewer session, the initial mouse click is several inches to the left of where I click, and its super frustrating when you go to click into a window and your click takes effect somewhere else on the screen, taking the main window out of focus.

Also, when updating RU Server, it looks like it cannot properly close and update RU files and pops up a message that a reboot maybe (is?) necessary.  Having a smoother upgrade process that doesn't require a reboot would be preferred for self hosted servers.

Best regards

FYI, I see RU Server 2.9.1.0 beta version posted, but wasn't included in the release notes page.

Also, the changelist for 6.12 looks like fixes for stuff that's been annoying for a while, so looking forward to trying the update.

Thanks

jim sanders wrote:

Hi all, we have a 900ms 2mbit satellite connection.
RUT is mostly unusable.
Ping to the remote ip isn't perfect but VPN and other services handle it
Any ideas?

Connection to "NUC-WIN10" established. 
Socket error. Name: "NUC-WIN10", host: ":5655". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
Connection to "NUC-WIN10" failed. 
NUC-WIN10". Unable to send mode or security check failed: <Command (command: 15)>.
removed. Mode: <Command>.
 EIdReadTimeout
Read timed out.

Are you using a direct connection? Otherwise, you're adding ADDITIONAL delay by going through RUT relay server, which can vary fr om 50ms-200ms depending on wh ere you are.

Check that the PC doesn't also have firewall enabled. It may be allowing the local subnet through just fine, but not accepting the clients outside of private network.